CUSTOMER SERVICE
T | 02 9146 4726

Shipping, payment and returns


Shipping

The cost of postage and handling for campervan and caravan parts within Australia varies widely depending on the size and weight of the items your order. In most cases, for smaller items, as you add your items to your shopping cart, you will see what your shipping costs will be. In some cases, for rural postcodes, if your order needs to be packed in multiple packages or is otherwise unusually bulky, our online postage calculator may not be able to accurately calculate your shipping charges. These instances are rare but should this arise, we will get in touch with you to let you know. If you have any queries about freight charges, please don't hesitate to get in contact with us on 02 9146 4726.

Tracking and delivery

We use Australia Post's tracked parcel system for a secure and reliable service on all parcels less than 100cm in length. If you aren't home when Australia Post attempt to deliver, they will leave a card and take your items to your local post office for you to collect. For parcels over 100cm in length, we use a courier company to deliver. Let us know if it is ok for the courier to leave the parcel in a safe place out of the weather if you are not home. The courier may charge a redelivery fee if you are not home and they do not have an authority to leave. Couriers can deliver to any street address in Australia so you are welcome to put a work address or that of your local post office if you are in a very rural location.  

Local pick up

Local customers are welcome to collect their items from us at our Sydney warehouse in Peakhurst. In order to do so, please enter the code COLLECT in the promo code box in your cart and click Update. This will remove your shipping charges. However, please note that as some of our products are held offsite we will need time to arrange to have them shipped to Peakhurst. If you would like to check before ordering, please contact us and we'll be happy to help.

Then proceed to checkout and pay and then we can keep your items for you to collect. Simply contact us on 02 9146 4726 or info@stonycreekoutdoor.com.au to let us know what day and time you will be coming and we can make sure the items are ready. We are open Monday to Friday, 9am to 5pm.

International, interstate and bulky item shipping

Our shipping calculator will only calculate postage within Australia for regular post only (not Express Post). If you require Express Post or international shipping, please contact us to find out what the additional charges will be and arrange payment.

If you place and pay for an order from an international location before requesting a shipping quote, we will contact you with a shipping estimate and/or invoice before processing your order. If you aren't happy with the shipping estimate, we will refund your payment in full.

Payment

We accept payment through PayPal. Once you confirm your order, you will be directed to the PayPal website where you can either pay with your PayPal account or with a major credit card.

Returns and refunds

We are sure you will be delighted with the quality of the items you order and we endeavour to describe all items as accurately as possible through our product photos and descriptions. However, if you're not happy with the item you receive, please contact us within 10 days to discuss an exchange or refund*. (*Sale items and custom made items excluded unless they arrive faulty or damaged.)

However please choose your items carefully as return postage is at the buyer's expense for change or mind. Returned items must be in unused, brand new saleable condition, in the original packaging with all tags attached. Please ship in protective packaging as goods damaged in return shipping will not be refunded.

Damaged or faulty items

We check all items before shipping but if you should receive an item that is faulty, damaged or not as described, we will offer a full refund or replacement item. Please contact us within 10 days to discuss. We usually request photos to confirm that the item is faulty, damaged or not as described but we do reserve the right to request that items be returned for inspection before issuing a refund. Please ship in protective packaging as goods damaged in return shipping will not be refunded. Once we have received the item back in good order and confirmed the fault or damage, we will refund both the cost of the item and the shipping costs or provide a replacement item.

Any item that is returned used or has been damaged after receipt by the customer will not be accepted for refund. After receipt of the item, storage and return shipping is the responsibility of the buyer.